Leo

You have left one message on my phone and that was the day I complained to your office via email as to the way you spoke to me.

I have just received my phone bill and the call count is actually 43. I will post you a copy.... maybe Zen would like to pay for these wasted calls. Please dont tell me the 40 calls are via email when I have a bill to prove otherwise... that is a good as calling me a liar!.



I have been into the test socket and if phil had recorded notes on the system you would see this. He agreed it made no difference.

Fact is I am the customer and you are not treating me like one.

Instead of spending your time on the forums calling me a liar for saying I made 40 calls maybe you should be sorting out the real issue here.

I said its not a speed issue its the way the line keeps disconnecting and hanging.

Oh also maybe your staff should be making notes on peoples profiles.

Like you said and Phil said this has not been handled very well from the start.

Whos fault is that?????

In reply to a post by glcmcfc:

as its above the 13mb threshold.

I wish I got as good a connection as that

glcmcfc,

I hope you will you permit me to ask the question suggested by my legal training. What do you want now?


It's clear that you're unhappy with Zen's handling of the situation. Ultimately, you will have to resolve this with them directly - they are precluded by the Data Protection Act from discussing your account in a public forum in anything beyond the vaguest fashion. Whatever you can prove about Zen's alleged mishandling of the situation will do nothing to further your situation - it's not actionable in any way so long as it doesn't libel you (and even if it does, a libel action is notoriously expensive to pursue).

I'm not sure that every call will justify making notes on the account, especially if the call is essentially covering the same ground as already reported in the notes. If you have made a high number of calls, that's not necessarily a good thing - some companies have special teams for people who call frequently, who still attempt to resolve your issues but also keep you away from other parts of the business so that they can get on with their work (e.g. Vodafone's high caller department).

My reading of the situation from the outside is that the evidence Zen hold about your reported instability and speed issues does not cross the threshold to be reported to BT as a fault. If you want BT to be involved, you have to work with Zen to justify BT's involvement and you may have to take the risk of a 'no fault found' charge from BT. If you are not prepared to work with Zen on this in a systematic fashion - even if, to you, it feels like jumping through hoops - you will not get a visit from a BT engineer. Even if you can put together a good case with Zen's help, you may not get a visit. Sending an engineer is not always in Zen's gift, and if an engineer visits, there is only so much he or she can do. I suggest that you review clauses 12.3 and 12.4 of Zen's ADSL and SDSL terms and conditions.


As I said in my earlier reply, it seems that Zen can do very little to make you happy now. You have very little leverage over Zen, as there is little you can rely on contractually and the monthly income from one ADSL account doesn't justify Zen making superhuman efforts to retain you. If you had a couple of leased lines and a 200 extension VoIP setup, Zen might be able to justify expending more effort on your account. Ultimately, if Zen feel that your continuing business is not worth their while bearing in mind the support resources you are consuming, they can give you notice equivalent to the minimum notice period (30 days on an ADSL product - clause 11.3a of Zen's ADSL and SDSL terms and conditions) that they will terminate your account without liability to you (clause 11.7 of the Zen general terms and conditions)

There's no Service Level Agreement guaranteeing a certain speed or uptime for a DSL product. If your line remains above the Fault Threshold Rate and there is no clear evidence of repeated loss of sync, there's little Zen can do. I'm sure Zen wouldn't want to give you notice of termination, but they may feel they have no option if you keep consuming a great deal of support resources without making progress.


If you want the collective wisdom of the forum, I suggest that you go back to the beginning, supply a brief timeline, an explanation of what you think is wrong, full line statistics, details of your wiring and filtering, details of your DSL router (model, version and, if you know it, firmware version) and details of what you've tried in terms of changing your hardware and cabling, as well as any steps you've taken to look for interference.

If you're not prepared to explain the problems you're having and are determined that Zen are in the wrong, I can't see what this forum or Zen can do to help now. I would suggest the best option for both you and Zen in this instance is for you to request your MAC code and find a new ISP. However, it's worth remembering that if you migrate to another BT Wholesale based ISP you will take any issue with you to your new ISP and if the issue is to do with pair quality, you will take the issue with you whichever ISP you move to.

In reply to a post by glcmcfc:

Any ideas on any good ISPs would be appreciated because unless Zen actually man up and do something they have lost a loyal customer.

With your fault in mind AAISP have a money back guarantee if they cannot fix your fault within a month of moving to them. Link.
They also have a good rep for dealing with BT.

Their new Home 1 tariff makes them easier to recommend now depending on how much allowance you need. £25 for 50GB, £35 will get you 150GB and £45 gets you 250GB. Link.
(Can't be a business address on that tariff though)

Like I said its not speed its the disconnections I am getting

This is not a speed issue

Thank you for your reply... you make some interesting points and valid ones.

I am actually annoyed more by the way Zen have treated me, in terms of the things I mentioned previously.

Zen may well be a good ISP for some and I am going on my last 4 weeks experience.

They should not have promised a BT engineers visit and then change there mind without me knowing.

My line is still causing me a problem and Zen wont do anything.

Its all new equipment and in the Master Socket.... what do you suggest please?? Zen are doing nothing and they know I have issues.

Regards

In reply to a post by glcmcfc:

Its all new equipment and in the Master Socket.... what do you suggest please?? Zen are doing nothing and they know I have issues.

Please give as much information as you can obtain from the router, such as noise margin, attenuation, sync speed, error statistics (especially useful in this case) and bits per bin. If you don't know how to obtain this information, post details of the router make and model and someone will likely be able to help you. It would also be helpful to have details of when the disconnections are occurring - times and days.

What filters are you using, and what else is connected to the line?


I can't guarantee that the collective wisdom of the forum may help, but if you can post this information, someone may be able to spot something.

hi

I am using BT filters.brand new only last week. The only other thing I have connected to the line is my router is connected into sky..... I have removed that and it makes no difference. Please see below and thanks for your help.

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 2838329 4511334 0 4542 7738 42:08:45
LAN 10M/100M 1123135 644708 0 6172 435 67:47:57
WLAN 11M/54M/300M 0 0 0 0 0 67:47:44

ADSL Link Downstream Upstream
Connection Speed 14085 kbps 1172 kbps
Line Attenuation 22.0 db 10.6 db
Noise Margin 12.5 db 5.8 db

Edited by deleted (Sun 13-Jan-13 13:31:34)

If you disconnect everything (including ADSL) and just plug a phone in, is there audible noise on the line? Can't remember the number for the quiet line test, but I'm sure somebody will mention it in a moment.
I ask because I think the line should get a higher speed with that combination of noise margin and attenuation - if it doesn't, there must be a reason... and noise would of course explain disconnections (for example, I have higher attenuation of 27dB down, 15.8 up, but get also much higher sync, even when the BT system put me on 12dB target margin for no reason at all - although can't compare with my current stats as it's gone back to normal).